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    Team Leader- Insurance - United Kingdom - First Central Services

    First Central Services
    First Central Services United Kingdom

    1 week ago

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    Description
    Haywards Heath, Home Office (Remote) or

    Manchester Salary:
    Up to £40,000 - Depending on experience Department: Customer & Operations
    We're First Central Insurance & Technology Group (First Central for short), an innovative, market-leading insurance company. Data drives us. It fuels our outstanding distribution, finance, technology and legal services. Our underwriting skills are built on data expertise; They make us stand out, help us succeed.

    Strategic thinker, analytical and passionate about the customer journey experience with the ability to look at the bigger picture - sound like you? Then how about joining us as a Senior Customer Experience Lead in either Haywards Heath, West Sussex or Salford Quays, Manchester reporting to our Head of Customer Experience.

    As a Senior Customer Experience (CX) Lead you will champion our customers, bring their current experiences to life, understand their pain-points and design effortless end-to-end experiences aligned to our CX target state.

    Working flexibly, you'll spend most of your time working from home, with a day a week in the office (so living close to Haywards Heath, West Sussex or Salford Quays, Manchester would be perfect).

    But of course, it's your choice - if you prefer to be in the office more - that's good with us too.

    Well, that's entirely down to our talented people, who we know, are our biggest asset.

    Act as the Customer Experience lead on enterprise-wide projects to ensure the customer is front and centre when developing and delivering new products, propositions, and services into the organisation.

    Ensure that these new journeys align with our target customer experience and principles.

    Aligned with Voice of Customer (VoC) and business insight, identify enterprise-wide customer experience improvements that deliver good customer and business outcomes.

    Partner with colleagues and the CX team to ensure these are executed well and with the customer in mind ensuring that we realise and record the benefits of changes being made to the customer experience across the journey
    Keep a firm grip on customer communication changes related to projects across the business to ensure consistency of brand guidelines, tone of voice and version control
    Involvement in projects where relevant, coordinating changes to customer communication
    CX experience (journey mapping, customer focused improvement activity) is required, ideally within the financial services sector (desirable)
    Solid understanding of customer experience best practice
    Good time management and organisation skills with the ability to prioritise work
    A flexible approach and positive attitude
    Be able to multi-task on projects involving various areas of the business
    We're happy to discuss flexible working during the recruitment process.

    As part of our Women in Finance Charter pledge, we've committed to having 30% of women in leadership roles by the end of 2023.

    Simply Health Cash plan. Reclaim the cost of your eye tests, dental, physiotherapy and more
    Flexible Bank Holidays
    Eight flexible bank holidays; Electric Car Scheme
    Plug into our Electric Car Scheme for a deal with insurance, road tax and servicing
    Flexible Working
    We're flexible; most roles let you mix office and home working.
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